Technical Support Team Lead (FunnelFox)

Adapty; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company is seeking an experienced Technical Support Team Lead to guide customer onboarding and enhance support processes. This role involves managing a team, developing protocols, and ensuring high customer satisfaction while working closely with various teams. Enjoy flexible remote work and additional benefits that support your growth.

Benefits

Flexible Remote Work

Free English Lessons

Sports Reimbursements

Laptop Reimbursements

Qualifications

• Minimum of 3 years in technical support, with at least 1 year in a leadership role.

Responsibilities

• Manage and mentor a team of technical support specialists.
• Develop and implement support protocols to improve efficiency.
• Oversee complex client issues and ensure timely resolution.

Skills

Communication

Analytical Skills

Tools

Zendesk

Intercom

SQL

Job description

FunnelFox is a no-code platform that enables app developers to grow their revenue through web2app funnels.It was launched a year ago as Adapty’s new project and has already shown significant growth. Developers can build, launch and optimize their funnels without any coding in hours instead of months. A good example of a web funnel is here .

FunnelFox team is an elite squad of top professionals. We’re a lean, mean, efficiency machine with zero bureaucracy and fast communication. Imagine having no boring corporate meetings, but direct contact with the founders and working alongside the best in the market. Here, your voice is heard, your ideas matter, and your impact is immediate.

We’re seeking an experienced and proactive Technical Support Team Lead to guide customer onboarding and ensure a seamless support experience. In this role, you'll not only provide expert-level assistance to our users but also help define and implement support processes as our team grows. This is a pivotal position with clear leadership responsibilities and opportunities to shape the future of our support operations.

What Will You Do:

Manage and mentor a team of technical support specialists, fostering a collaborative and high-performance environment.

Develop and implement support protocols to improve efficiency and customer satisfaction.

Oversee complex client issues, ensuring timely resolution and maintaining high customer satisfaction levels.

Work closely with Product, Engineering, and Sales teams to relay customer feedback and contribute to product improvements.

Monitor support metrics, generate reports, and present insights to senior management.

What We Expect:

Minimum of 3 years in technical support, with at least 1 year in a leadership role.

Familiarity with support tools (e.g., Zendesk, Intercom), APIs, and basic scripting or SQL knowledge.

Excellent verbal and written communication abilities, with a knack for translating technical concepts to non-technical audiences.

Strong analytical skills with a proactive approach to identifying and resolving issues.

What We Offer:

Flexible Remote Work: Work from anywhere with a schedule that fits your life. While our core team is operating in Europe, we are open to considering candidates from other parts of the world (we use deel.com as an international platform for global hiring).

Perfect Product Fit:Our product aligns perfectly with the market, making it effortless to sell, easy to promote, and a joy for customers to use.

Direct Communication:We keep things simple and transparent, ensuring you focus on what matters most - getting things done.

Fast-Track Impact: Get quick and clear feedback on your work from the market. Join us as we break into the US market and expand into other exciting opportunities.

Additional Benefits: We support your professional and personal growth with free English lessons, sports and laptop reimbursements.